Welcome to Monarch Avenue Customer Care

At Monarch Avenue, we believe that exceptional service is an essential part of the luxury experience. Our commitment extends far beyond the products we offer. From the moment you discover our collections to the safe delivery of your order, our dedicated Customer Care team is here to ensure a seamless, professional, and personalized shopping experience.

Whether you require assistance with an order, delivery, returns, product information, or general inquiries, we are committed to providing timely and attentive support every step of the way.

Contact Us

If you have any questions, require assistance, or would like additional information regarding our products or services, our Customer Care team is ready to assist.

Email Support

Email: info@monarch-avenue.com

We aim to respond to all inquiries within 1–2 business days. During peak periods, response times may be slightly longer, but every inquiry receives our full attention and care.

Live Chat

Live Chat support is available through your customer dashboard during business hours.

Our team can assist with:

• Order inquiries
• Delivery updates
• Returns and refunds
• Product information
• Account-related questions
• General customer support

Business Hours

Monday – Friday
09:00 – 18:00 CET

Order Assistance

Order Status & Tracking

Once your order has been dispatched, you will receive a shipping confirmation email containing your tracking information.

You may also monitor your order status directly through your customer account.

Order statuses may include:

• Order Received
• Processing
• Dispatched
• In Transit
• Delivered

Tracking updates are provided directly by the shipping carrier and may take several hours to appear after dispatch.

Order Changes & Cancellations

Unpaid Orders

Unpaid orders may be cancelled directly through your customer account before payment is completed.

Paid Orders

If your order has already been paid for and is currently in "Processing" status, please contact Customer Care immediately.

While we will make every effort to accommodate your request, modifications or cancellations cannot be guaranteed once order processing has begun.

Cancellation Refunds

Orders cancelled prior to shipment will receive a full refund using the original payment method without any transaction fee deductions.

Gift Orders

If your purchase is intended as a gift, you may include a personalized message during checkout by using the order notes section.

Where available, items will be packaged carefully and presented appropriately for gifting.

Shipping Assistance

For complete details regarding shipping methods, delivery estimates, customs duties, and shipping charges, please refer to our Shipping, Returns & Refund Policy.

Worldwide Delivery

Monarch Avenue offers worldwide delivery through trusted international logistics partners.

Our network includes leading carriers such as:

• DHL
• UPS
• FedEx
• Selected national postal services

Delivery Estimates

Europe

Estimated delivery within 1–5 business days depending on destination.

International Destinations

Estimated delivery within 5–10 business days depending on destination country and customs procedures.

Please note that delivery estimates are not guaranteed and may vary due to customs inspections, weather disruptions, peak shopping periods, or other circumstances beyond our control.

Shipping Fees

Shipping charges are calculated automatically during checkout.

Eligible orders may qualify for free shipping promotions as displayed during checkout.

Returns & Refunds

Our objective is complete customer satisfaction. If your purchase is not suitable, you may request a return in accordance with our Returns Policy.

Return Window

Return requests must be submitted within 14 days of delivery.

To initiate a return, please contact:

info@monarch-avenue.com

Our Customer Care team will provide detailed return instructions.

Return Requirements

To qualify for a refund, returned items must:

• Be unused and unworn
• Be unwashed
• Be free from odors, stains, damage, or signs of wear
• Include all original tags and labels
• Include all accessories provided with the item
• Include original packaging such as boxes, dust bags, authenticity materials, protective wrapping, and product inserts where applicable

Returns must be shipped using:

• DHL
• UPS
• FedEx

A valid tracking number is required for all returns.

Returns sent through standard postal services may be refused due to extended transit times and tracking limitations.

Non-Returnable Items

The following items cannot be returned, refunded, or exchanged unless faulty or incorrectly supplied:

Hygiene & Intimate Products

• Underwear
• Briefs
• Boxer shorts
• Lingerie
• Bodysuits worn without hygiene protection
• Socks
• Hosiery
• Tights
• Swimwear with removed hygiene seals

Personalized Products

• Customized items
• Made-to-order products
• Personalized products

Pre-Owned & Preloved Products

• Pre-Owned items
• Preloved items
• Vintage products specifically designated as non-returnable

Final Sale Products

• Items marked as Final Sale
• Items marked as Non-Returnable
• Defective products sold with disclosed imperfections

Damaged Return Submissions

• Returns missing original packaging
• Returns missing tags
• Returns missing accessories
• Items showing signs of wear or use

Return Shipping Costs

Where a return is initiated for personal preference, sizing issues, or change of mind, return shipping costs remain the responsibility of the customer.

Customers are responsible for ensuring returned goods arrive safely at our designated return facility.

Customs Charges on Returns

For international returns, any customs duties, import charges, brokerage fees, or clearance costs associated with the return shipment remain the responsibility of the customer.

Any customs fees incurred must be settled before a refund can be processed.

To help avoid delays, we recommend selecting shipping options where all customs charges are prepaid by the sender.

Incorrect Shipping Information

Orders returned due to incorrect or incomplete shipping information supplied by the customer may incur a fixed administrative and handling fee of:

€45 / $55

This amount may be invoiced separately or deducted from any eligible refund.

Return Inspection

All returned products undergo a quality inspection upon arrival.

Returns will be assessed to confirm compliance with our return requirements.

If a return fails our quality inspection due to damage, wear, missing components, missing packaging, hygiene concerns, or any other violation of our return conditions:

• The return may be rejected.
• The item will be returned to the customer at their expense.
• Refund eligibility may be denied.

If we do not receive return instructions from the customer within 30 days following notification of a failed inspection, we reserve the right to deny the refund and retain the item.

Refund Processing

Approved refunds are processed within 5 business days following return approval.

Refunds may be issued through:

• Original payment method
• Bank transfer
• PayPal

Processing times may vary depending on your payment provider or financial institution.

Missing Shipments

If you believe your shipment has not been delivered, please contact Customer Care no later than 21 days after the shipment date.

Please include:

• Order number
• Tracking number
• Detailed description of the issue

Our team will work directly with the shipping carrier to investigate the matter.

Product Information & Care

Product Information

We carefully source luxury fashion, accessories, footwear, and lifestyle products from a network of trusted suppliers and partners.

Should you require additional information regarding sizing, materials, condition, fit, or product specifications, our Customer Care team will gladly assist.

Product Care

To maximize the lifespan of your purchase, we recommend following all care instructions supplied by the manufacturer.

Leather Goods

• Store away from direct sunlight
• Avoid prolonged exposure to moisture
• Use appropriate leather-care products when required

Apparel

• Follow garment care labels carefully
• Dry-clean delicate garments when recommended
• Store luxury garments properly between wears

Footwear

• Use appropriate shoe trees where applicable
• Store in dust bags or original packaging
• Protect from excessive moisture and heat

Sizing Assistance

We provide detailed sizing information whenever available.

Customers are encouraged to review all size charts and product measurements prior to ordering.

For additional sizing guidance, our Customer Care team is available to assist before purchase.

Our Commitment

At Monarch Avenue, exceptional customer service is at the heart of everything we do.

We are committed to delivering a premium shopping experience built on professionalism, transparency, reliability, and trust. Whether you are making your first purchase or are a returning customer, our goal is to ensure every interaction reflects the standards of a world-class luxury marketplace.

Thank you for choosing Monarch Avenue.

We appreciate the opportunity to serve you and look forward to assisting you whenever needed.